The player from Norway had his account blocked by Betcoco due to addiction, and he had still been receiving promotional offers, which was a violation of responsible gaming. The casino had agreed to refund his deposits, but the process was hindered by the closed account. The casino then refused to refund the deposits. The Complaints Team had tried to mediate the situation, but due to the player's lack of response, they were unable to investigate further and had to reject the complaint.
BetCoco Casino - Player's refund is delayed due to account closure.
Closed
Our verdict
Player stopped responding
Amount: 13,100 kr
BetCoco Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
2 years ago
Based on the emails you have sent me, it appears that you have not made any new deposits into your Betcoco account. As a result, the casino has no obligation to return the funds you have already lost before requesting to be self-excluded back to your account for you to use in future games.
I suggest unsubscribing from promotional emails in the footer of the advertisement to avoid receiving them in the future. Please let me know if there is anything else I can assist you with, or if this complaint may be closed.
